Categorizing your subscribed customers

Auto-categorize your paying customers and track their recurring revenue, renewal date, and more

To enable auto-categorization of your subscribed customers, navigate to Lifecycle Tracking -> Subscribed Customers in your Account Settings (or get there via Quick Jump). There, you'll see a handful of options you'll need to configure in order to correctly categorize your subscribed customers.

Option 1 - select how MRR is tracked

The first question asks you to select how each customer's revenue is identified in your data. There are 2 options:

  1. via a customer trait (strongly recommended) - Select this option if revenue is attached to customers as a trait when tracked with your analytics service - e.g. each customer has an mrr trait in Segment/Mixpanel.

  2. via an event (not recommended) - Select this option if you send an event when customers pay for your product - e.g. your analytics service sends a Plan purchased event with a price property when a customer subscribes to a paid plan. When possible, we encourage using traits over events.

Why the trait option is recommended: Traits are meant to represent the 'state' of your accounts, and are thus much better choices for representing the subscription status of an account.

Option 2 - select the traits that identify revenue

Depending on your choice in Step 1, you'll need to select the trait or event for your revenue data here:

  1. via a customer trait (recommended) - Select the trait(s) that specifies each customer's revenue - e.g. the mrr trait. If you select multiple traits here, we'll set the account's revenue to the first trait they have a value for.

  2. via an event (not recommended) - Select the event sent whenever a customer is charged for your product - e.g. the Plan purchased event. If you are using this option, you'll also need to select the property on the selected event that specifies the customer's revenue - e.g. the price property.

Option 3 - define the condition that determines paid customers from trials (optional)

Sometimes, you may send revenue data even if the customer isn't paying you yet. For example, let's say this is your setup:

For trials

  • A customer can view your available pricing plans and choose one to start a 30-day trial on

  • When a customer starts their trial with their selected plan, you send a Plan started event with 2 properties: planPrice and isTrial (set to true).

For trials converting to paid plans

  • The trial can view your available pricing plans and select one to start paying for.

  • When the customer submits their payment for their selected plan, you send a Plan started event with 3 properties: planPrice, isTrial (set to false), and renewsOn.

In this scenario, your revenue setup will use events, with Plan started specified as the revenue event and planPrice as the actual revenue. But, trials aren't yet paying, so it's best to exclude them from revenue tracking until they actually convert to a paid plan (otherwise, your MRR will be inflated). To do that, you'd want to configure this step to only track customers where isTrial is set to false:

Options 4 & 5 - track the subscription period (optional)

If at all possible, we recommend tracking renewal dates alongside revenue. This way, you can use that data when filtering and creating Indicators (e.g. flag unengaged customers with a renewal in less than 7 days). So here, you'll want to identify the event properties or traits that track the start and end of a customer's subscription (if available).

Option 6 - Monthly vs yearly subscriptions

This step simply allows you to specify whether revenue is always sent as MRR, ARR, or as the value of the entire subscription period. If you select Total Subscription Period Cost here, we'll simply calculate a customer's MRR by dividing revenue values by 12 if the subscription period is longer than 1 month. If it is not, we won't modify the revenue value and will assume it is MRR.